Arhag Annual Report 2021

OPERATIONAL PERFORMANCE Repairs Although our residents’ satisfaction with our repairs performance is belowwhere we would want it to be it is an improvement over the last two years. This is despite the impact of Covid-19 with its restrictions on access to our residents’ property. The number of repairs completed on time has continued to improve. We will continue to monitor what we can do to ensure that improvements we make to the service translate into improved satisfaction with the service. Rent Arrears and Collection Our year-end performance on rent arrears was 6% and our rent collection was 99.9%. Our rent arrears have been significantly impacted by the Covid-19 pandemic. The challenge has been to continue to increase collection and reduce arrears which has been an issue with several cases awaiting court dates due to the change in legalisation on evictions and the extension of notice periods. With a long-term issue of the courts managing back log of cases and bailiffs being available to execute warrants this continues to affect our rent arrears. Voids Our void performance is good, and we were able to improve our target of 22 days to 16 days during a very challenging year with a total of 13 voids. During the first lockdown, with all local authorities’ nomination departments closed, we were able to partner with a women’s refuge and house two families who had been in their refuge for over a year. Gas Safety During the year, primarily because of Covid-19, we were not able to gain access to all our properties to complete all the gas servicing and testing and therefore obtain certificates of gas safety compliance. We consequently fell short of the 100% target. ARHAGmetrics Target 2021 2020 2019 Resident satisfaction with responsive repairs 90% 71% 60% 69% Current rent arrears 3% 6% 6% 2% Rent collection as % of rent due 100% 100% 94% >100% Void turnaround time (days) 18 16 Gas safety certificate 100% 91% 100% 98% 71% 100% Resident satisfaction with responsive repairs in 2021 (up 11% from 2020) Rent collection (up 6% from 2020) Annual Report 2020-2021 21